Analytics
Only the org admin and the moderator can access these analytics
Types of Reports
You can view reports for a specific team or a specific inbox.
Team Reports
Under analytics, click on a team from the left pane to view the team-specific reports. You can view three types of reports here.
Reports of all the inboxes under the team
This section includes the consolidated reports of all the inboxes under the selected team. You can select the time period of the data you want to view.
Replies sent
This will show the number of replies sent out through the time period you've selected. This will not include new outbound messages.
Archived threads
This will show the number of threads that were archived while sending out a reply, i.e., the number of replies for which the 'Send and Archive' button was hit. This will not include the threads that were archived later.
New outbound emails
This will show the number of new emails that were composed and sent out. This will not include the replies made.
Threads that met response time goal
This will show the total number of threads that met their response time goal in this inbox.
Reports of every member of the team
Here you can view the performance reports of every individual member of the team. Select the member and the time period of the data you want to view.
Replies Sent
This will show the number of replies sent out by the selected member through the selected time period. This will not include new outbound messages.
Archived Threads
This will show the number of threads that were archived by the selected member while sending out a reply, i.e., the number of replies for which the 'Send and Archive' button was hit. This will not include the threads that were archived later.
Average First Reaction Time
This will show the average time taken by the selected member in performing the first action on new inbound emails, through the selected time period. These actions include assigning, replying, and archiving.
Average Reaction Time
This will show the average time taken by the selected member in performing actions on emails from when they were received. These actions include assigning, replying, and archiving. Note that this considers all the actions and not just the first action.
Average First Response Time
This will show the average time taken by the selected member in sending out the first reply for a new inbound email.
Average Response Time
This will show the average time taken by the selected member in making replies in threads. Note that this considers all the replies and not just the first reply.
Average Resolution Time
This will show the average time taken by the selected member in archiving threads while sending a reply, i.e., when they hit 'Send and Archive' while replying.
New Outbound Emails
This will show the number of emails composed and sent out by the selected member, through the selected time period. This will not include the replies made.
Inbox Reports
Under analytics, click on a team from the left pane and select an inbox to view the inbox-specific reports. You can select the time period of the data you want to view.
New Threads
This will show the number of new threads created by inbound emails in this inbox. This will not count the individual emails in a thread.
Total emails received
This will show the number of emails received in this inbox. This will include
Replies sent
This will show the number of replies made from this inbox. This will not include new outbound messages.
Archived Threads
This will show the number of threads that are archived while sending a reply in this inbox, i.e., when you hit 'Send and Archive' while replying.
Average First Reaction Time
This will show the average time taken by users in performing the first action on new inbound emails. These actions include assigning, replying, and archiving.
Average Reaction Time
This will show the average time taken by users in performing actions on emails from when they were received. These actions include assigning, replying, and archiving. Note that this considers all the actions and not just the first action.
Average First Response Time
This will show the average time taken by users in sending out the first reply for a new inbound email.
Average Response Time
This will show the average time taken by users in making replies in threads. Note that this considers all the replies made and not just the first reply.
Average Resolution Time
This will show the average time taken by users in archiving threads while replying, i.e., when the 'Send and Archive' button is hit.
New Outbound Emails
This will show the number of new emails composed and sent out from this inbox, through the selected time period This will not include the replies made.
Total threads
This will show the total threads that were created in this inbox. This includes threads created both by inbound and outbound emails.
